NGM Biopharmaceuticals, Inc. (“NGM Bio”) is seeking a senior helpdesk engineer with hands-on experience in all aspects of IT operations, from helpdesk to infrastructure and security. This position will be responsible for the helpdesk as well as assisting in the design, implementation, and management of NGM corporate security and network infrastructure, management of the IT user and network operations, execution and development of policies and procedures including incident response, change control, and general system maintenance. The position is based at NGM Bio’s South San Francisco lab and office location with the expectation of regular on-site presence five days per week.

Responsibilities

• Answer helpdesk tickets/incoming calls, manage queues, resolve tickets, tasks and issues using ZenDesk.
• Support Windows and macOS based systems.
• Support IT aspect of lab system deployments (configure PCs, networking, software installation).
• Support A/V equipment and videoconferencing services (Zoom, etc.)
• Perform user onboarding and offboarding processes.
• Manage end-point MDM (system installation, configuration, and patch management).
• Assist with the design, implementation, management and maintenance of the internal corporate IT infrastructure, including SaaS infrastructure (AzureAD/Entra, Microsoft365, Google Workspace, Box).
• Assist with onboarding and configuration of new software solutions (SaaS or traditional).
• Assist with the operations and maintenance of IT infrastructure including virtualization environment (VMware), storage, email, file server, application servers, security and network infrastructure, backup and archival systems, disaster recovery and Internet connectivity.
• Assist with the implementation and management of Cloud, SaaS, and Managed Hosting infrastructure.
• Support and collaborate with other departments with IT-adjacent work or projects.
• Help manage pertinent vendor relationships and consultants.
• Provide coverage (cross-train) for all network and server operations, system availability, and delivery of IT customer service.
• Assist with IT processes and systems documentation, GxP and SOX regulatory compliance, and change control.
• Coach new users, research issues, recommend solutions, document solutions to issues, identify and alert management to new trends.
• Develop helpdesk procedures and end user training standards.
• Perform periodic reviews of inventory, user access, user licensing, etc.

Requirements

• Minimum 7 years of IT experience and 3+ years of work experience in a biotech company (preferred).
• Experience with helpdesk operations.
• Experience supporting lab systems (preferred).
• Hands-on knowledge of on-premises and cloud systems such as Active Directory, Azure, Google Apps, SAML SSO.
• Practical knowledge of Zero Trust network security concepts.
• Experience supporting virtualization technologies in a production environment.
• Experience with Compute Cloud Services, Cloud and Managed Hosting.
• Knowledge of scripting languages (PowerShell, python, etc.)
• Experience with LAN, WAN and WiFi technologies; Cisco network certifications (CCNA, CCNP) are a big plus.
• Some understanding of GxP systems (preferred).